Description
Velocity is looking for a Member Relations Specialist who will play a key role in our membership vision, ensuring the highest standards of satisfaction throughout all aspects of the membership cycle, with a particular focus on the onboarding experience.
The Company
Velocity harnesses the power of artificial intelligence, the warmth of human experts, and the convenience of the latest interfaces, to help high performance people realise the full potential of their lives.
Backed by $28m in venture capital, we are one of the world’s fastest growing companies – the the Financial Times ranked us the 32nd fastest growing company headquartered in Europe over the last 4 years. We have delivered in over 60 countries for a membership whose net worth is over $300 billion.
Velocity Black offers a simple customer experience, harnessing human experts and artificial intelligence to streamline time-consuming tasks that once required multiple apps and services. We have reimagined discovery, access, and booking for 21st century life – welcome to the conversational interface.
By harnessing 24/7 chat, AI and mobile payments, we help our customers do more and be more in the digital age – from access to the most exclusive restaurants, to guaranteed upgrades at the world’s finest resorts, to sourcing the most sought-after luxury goods. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.
By offering inspiration, recommendation, and fulfilment in one place across multiple verticals, Velocity becomes a one-stop shop, and an integral part of our members’ lives.
What unites us are the values we share: the relentless pursuit and celebration of excellence, realising the full potential of our lives, and impacting the world in a positive way.
Requirements
Demonstrate accurate, up-to-date and comprehensive knowledge about the product, pricing, and benefits of membership.
Respond to member emails and calls, giving members a demonstration of the product interface and an overview of the membership.
Daily maintenance of CRM and systems.
Work collaboratively with all teams to achieve a consistent approach to member satisfaction and the member experience.
Liaise with every part of the business to ensure a swift and effective resolution process and effective handling of member issues.
Contribute to monthly and quarterly targets and thrive in meeting all company deadlines.
The ideal candidate will
Have exceptional communications skills (verbal, listening, writing).
Show strong commercial and interpersonal skills, and take pleasure in relationship building.
Have 3+ years experience in customer service facing roles, ideally in the luxury industry.
Demonstrate strong database management skills and the ability to work across multiple software and platforms.
Be a proactive, self-starter, with experience in a startup environment a plus.
Be well organised and with strong time management skills.
Be able to manage multiple tasks with deadlines, and working under pressure.
Benefits
A very competitive salary and commission structure
High quality health and dental package
60% of gym memberships
Great access to Velocity restaurants and experiences
A chance to work for one of the fastest growing and most exciting startups